Dave Seaton

Don’t Put Your Customer Hat On!

Have you ever been instructed to “put your customer hat on?” That may be bad advice. “Put your customer hat on” is a favorite line of process improvement consultants and workshop facilitators. I’ve even said it myself. It means...

How Intrapreneurs Grow a Grassroots CX Program

I have deep empathy and respect for intrapreneurs. I used to be one! I was a serial intrapreneur for a B2B SaaS company before founding Seaton CX. A play on the word entrepreneur, intrapreneur means “an individual who innovates...

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